- Bachelor's degree or equivalent practical experience.

- 15 years of relevant experience in IT support services, workplace support or service management.

- Experience leading global, 24x7 IT support operations across multiple regions.

- Experience leading multiple teams through managers and team leads.

- Strong expertise in IT service management, operational performance, stakeholder management and service transformation.

It Would Be Great If You Also Have :

- ITIL 4 certification or an equivalent service management qualification.

- Experience with ServiceNow ITSM, including request automation and virtual agent capabilities.

- Experience supporting mergers, acquisitions, divestitures or transition service agreements.

- Experience managing a NOC or similar operations center.

- Knowledge of digital employee experience tools and XLA-based measurement.

What will you be doing in this role?

- Lead the global IT Service Center and Workplace Support teams, delivering reliable 24x7 support across remote and on-site channels.

- Own the Workplace Support strategy, operating model and multi-year service and technology roadmap.

- Define enterprise IT service management standards and own key measures, including SLA compliance, first-contact resolution and routing accuracy.

- Drive automation, self-service, AI-assisted support and the transition of managed-service-provider scope into the in-house organization.

- Lead support readiness for M&A and colleague lifecycle events while managing talent, budgets, vendors, governance and global resourcing.

About The Team :

- The function combines the global IT Service Center and Workplace Support teams.

- Teams operate through a 24x7 follow-the-sun model across APAC, EMEA and the Americas.

- The organization supports Clarivate colleagues through remote and on-site channels.

- The role reports to the Senior Director, Digital Workplace Services.

- The position leads multiple teams through managers and team leads.

Hours of Work :

- Full-time role, Requires collaboration across APAC, EMEA and the Americas.

- Flexibility is needed to support global 24x7 operations when required.

- At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment.

- We comply with applicable laws and regulations governing non-discrimination in all locations.